Head- Service @ Rajkot !!!

Role & responsibilities

Service Strategy & Leadership

• Develop and implement the organization's overall after-sales service strategy aligned with business objectives.

• Lead and mentor a team of Regional Service Managers, Territory Service Managers, Warranty Engineers, and Technical Trainers.

• Establish service standards, SOPs, KPIs, and governance mechanisms across the service network.

• Drive a customer-centric service culture across all dealerships and service touchpoints.

• Prepare annual service business plans, budgets, and operational strategies.

Dealer Service Operations

• Ensure efficient after-sales support across all dealerships.

• Develop dealership service infrastructure in line with company standards.

• Conduct dealership capability audits covering:
• Workshop Infrastructure
• Tools & Equipment
• Skilled Manpower
• Service Quality
• Customer Handling
• Spare Parts Availability

Customer Satisfaction (CSI)

• Develop and implement initiatives to improve Customer Satisfaction Index (CSI).

• Monitor First Time Right (FTR) repair performance.

• Improve repair quality and turnaround time.

• Monitor customer complaints through CRM and Call Centre.

• Conduct customer satisfaction surveys and analyze feedback.

• Establish corrective action plans to improve customer experience.

Product Quality Improvement

• Conduct field failure analysis.

• Analyze Product Concern Reports (PCRs)

• Perform root cause analysis using structured problem-solving tools.

• Lead cross-functional quality improvement initiatives with:
• R&D
• Quality
• Production
• Manufacturing Engineering
• Monitor effectiveness of corrective actions.

• Reduce warranty failures and repeat complaints.

SAM Study (Serviceability, Accessibility & Maintainability)

• Conduct SAM studies during new product development.

• Evaluate:
• Ease of servicing
• Accessibility of components
• Repairability
• Maintainability
• Provide design improvement recommendations to R&D.

• Participate in Design Reviews before product launch.

New Product Development Support

• Participate in new product validation.

• Conduct field trials.

• Develop service readiness plans.

• Prepare service manuals.

• Provide technical feedback to Product Development.

• Support successful product launches.

Warranty Management

• Develop warranty policies.

• Monitor warranty claim processing.

• Reduce warranty turnaround time.

• Analyze warranty trends.

• Control warranty costs.

• Coordinate with field teams for warranty settlements.

Technical Training & Capability Development

Design and implement technical capability development programs for:

• Regional Managers
• Territory Service Managers
• Dealer Service Managers
• Dealer Mechanics
• Local Mechanics
• Service Engineers

Develop:

• Aggregate-wise training modules
• OJT Programs
• Technical Certification Programs
• E-learning modules
• Skill Matrix
• Quarterly Skill Competitio

Technical Documentation

Develop and maintain:

• Service Manuals
• Operator Manuals
• Workshop Manuals
• Parts Catalogues
• Service Bulletins
• Troubleshooting Guides
• Wall Charts
• SOPs
• Service Policies
• Technical Videos

Spare Parts Business

Lead the Spare Parts Business by:

• Forecasting spare parts demand
• Analyzing consumption trends
• Improving spare parts availability
• Appointing stockists and retailers
• Driving spare parts revenue and profitability

Service Promotional Activities

Plan and execute:

• Mega Service Camps
• Tractor Health Check-up Camps
• Customer Meets
• Free Service Campaigns
• Seasonal Service Drives
• Rural Service Campaigns

Preferred candidate profile

• B.E./B.Tech. (Mechanical / Agricultural / Automobile Engineering)

• MBA (Operations/Marketing) preferred

• 15-20 years in Tractor, Farm Equipment, Automotive, Construction Equipment, or Agricultural Machinery industries.

• Minimum 5 years in a senior leadership role managing pan-India service operations.